Sr Coordinator Customer Support Services - Orthopaedics

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America

Job Description:

About Orthopaedics

 

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

 

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

 

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals.

 

Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

This is a hybrid role available in both Raynham, Massachusetts and Raritan, New Jersey within the United States of America. While specific cities are listed in the locations section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location to apply.

 

We are searching for the best talent for Sr Coordinator Customer Support Services.

 

Purpose: The Sr. Customer Services Coordinator is responsible for order management for the assigned operating company. This role provides superior customer service and supports business growth by building strong, collaborative relationships with external customers and internal business partners. Key customer-facing responsibilities include handling and resolving escalated issues and inquiries efficiently and effectively while delivering optimal front-line service for domestic operating companies. The position requires comprehensive knowledge of each operating company’s policies and procedures, along with strong multitasking and organizational skills. This position will provide late-shift coverage.

 

You will be responsible for:

• Process specialized and complex orders as assigned, including coordinating product shipment and delivery while partnering with distribution center and transportation teams to meet customer requirements and optimize service costs.
• Support team members with customer escalations and lead root-cause analyses when needed.
• Provide formal helpline support to associates by responding to requests, addressing inquiries, and escalating issues to the Quality and Training team for additional support when required.
• Collaborate cross-functionally to investigate, research, and resolve escalations accurately and in a timely manner, coordinating with key stakeholders as necessary.
• Resolve customer discrepancies related to data integrity, shipping issues, returns, disputes, trade pricing, and promotional management.
• Provide coverage during operational customer service hours.
• Provide after-hours support coverage for Customer Support Services as needed.
• Initiate the returned-goods process, issue call tags, and partner with the appropriate returns team to resolve customer concerns.
• Recommend and lead continuous improvement initiatives while continuously expanding relevant skills and maintaining awareness of industry trends and best practices.
• Attend, initiate, and lead internal meetings as required.
• Accurately and promptly document information received from customer inquiries.
• Maintain detailed records in compliance with applicable regulatory and quality requirements, including but not limited to GMP, SOX, DEA, FDA, PWC, CAPA, safety, and environmental requirements.
• Adhere to established quality-control processes and service-quality standards.
• Reconcile, validate, enter, and modify specialty orders in accordance with all applicable federal, state, and local laws and regulations.
• Maintain and update standard operating procedures and processes as requested.
• Complete all required training by established due dates.
• Successfully complete the “Train the Trainer” Summit course to qualify as a trainer.
• Process deviation requests through the appropriate systems and communicate updates to relevant stakeholders.
• Participate in, and when appropriate, lead preliminary investigations of CSS-generated deviations.
• Identify and promptly notify the appropriate teams regarding altered shipments, potential fraud, medical events, complaints, or other defined escalations in accordance with regulatory and compliance requirements

Additional Responsibilities

• Pull, analyze, and maintain assigned daily, weekly, monthly, and annual reports.
• Proactively identify deviations and trends, alert the appropriate teams, and take the necessary actions to support timely resolution.
• Effectively manage and balance key business relationships while maintaining a strong understanding of customer expectations, internal policies, and business requirements.
• Perform other duties and responsibilities as assigned.

 

Qualifications / Requirements:

• A High School diploma or equivalent is preferred.
• 0-2 years of relevant work experience in customer service, training, learning and development, or a related role.
• Strong communication, collaboration, and interpersonal skills.
• Strong verbal and written communication skills, with the ability to influence and work effectively with a diverse group of individuals.
• Ability to manage multiple priorities in a fast-paced environment.
• Intermediate proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and SharePoint.
• Demonstrated ability to work independently with minimal supervision on complex issues.
• Highly motivated and self-directed, with strong time management skills and a proven ability to manage multiple competing priorities and deadlines while delivering expected or exceeding results.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

#LI-Hybrid

Required Skills:

 

 

Preferred Skills:

 

 

The anticipated base pay range for this position is :

$54,000.00 - $87,400.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).​

This position is eligible to participate in the Company’s long-term incentive program.​
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Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:​

Vacation –120 hours per calendar year​
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year​
Holiday pay, including Floating Holidays –13 days per calendar year​
Work, Personal and Family Time - up to 40 hours per calendar year​
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child​
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year​
Caregiver Leave – 80 hours in a 52-week rolling period10 days​
Volunteer Leave – 32 hours per calendar year​
Military Spouse Time-Off – 80 hours per calendar year​

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits​